Senior Executive - Digital Servicing

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What's in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible of analyzing the response received from ILA and raise defects.

Role Accountability

1. Analyze the responses received from ILA and raise defects in the contents as per response to customer queries. Raise it the ALM
2. Assist in closure of BRDs to track the requirement gathering here
3. Ensure successful completion of UATs for the new deployments on time
4. Analyze the CSAT dump (If required by calling the customer) and highlight the reasons for DSAT
5. Reduce month on month the SRs in Cardone (Raised through Helpline and email Channel) which can be catered through ILA
6. Ensure process documentation and compliance adherence

Measures of Success

1. No adverse observations in internal/external audits
2. Reduction of SRs in helpline and email channel
3. Improvement in CSAT
4. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Experience of New Age tools
2. Knowledge of data analytics tools and data lake systems (Spine, Turbine etc.)

Competencies critical to the role

1. Process Orientation
2. Analytical Ability
3. Problem Solving Skills
4. Market Awareness

Qualification

Graduate in any discipline

Preferred Industry

FSI